Manager, Business Analysis

Job Description

Manager, Business Systems Analyst

We are seeking a highly skilled and motivated Manager, Business Systems Analyst. As the Manager, Business Systems Analyst, you will play a crucial role in leading a new team of business analysts to provide exceptional customer relationship support.

You will be an advocate for Omnicell's customers, improving their experience purchasing Omnicell's products. In this non-technical role, you will be using incubator concepts to improve the customer experience ordering Omnicell products.

You will gather information and write documentation to assist other job functions in improving the customer experience.

Responsibilities :

• Lead and manage a team of customer support engineers, providing guidance, training, and performance feedback.
• Oversee the day-to-day operations of the customer support team, ensuring timely and effective resolution of customer inquiries and other matters.
• Support customers in the ordering and order fulfillment process.
• Be an advocate for the customer to improve and maintain their overall relationship with Omnicell.
• Create a seamless experience for our customers, reducing friction to improve the overall customer experience.
• Act as a liaison between customers, technical support, IT, engineering, sales, marketing, customer success and product management teams to ensure a seamless customer experience.
• Analyze customer support data and metrics to identify areas for improvement and implement strategies to enhance customer satisfaction.
• Develop and maintain customer support processes and documentation to ensure efficient and consistent support delivery.
• Stay up-to-date with product knowledge and industry trends to provide accurate and timely support to customers.
• Identify opportunities for enhancements and communicate customer feedback to the product management, information technology, engineering, and sales teams.
• Perform root cause analysis of problems; Drive continual service improvement.
• Handling or triaging customer requests for changes in preferences, hardware installation data / status etc.

Skills and Abilities :

• Previous experience in a managerial or team lead role, with the ability to motivate and inspire a team.
• Passion for improving Service Delivery, Customer Service, User Experience, and operational excellence.
• Proven experience introducing new processes and leading the execution of them.
• Experience interacting directly with customers.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams.
• Strong critical thinking and analytical skills.
• Strong data literacy skills.
• Strong writing skills with experience creating and maintaining a knowledge base.
• Experience with CRM tools and ticketing systems.
• Excellent project management, organization, and team collaboration skills.
• Effective listening and teaming, self-motivated, demonstrated a bias for action.
• Effective team player, mentor, and coach.
• Strong time management skills and the ability to multi-task.
• Ability to work with both technical and business staff effectively.
• Ability to adapt quickly to change.
• You must be a self-starter.

Preferred Qualifications :

• Bachelor's degree in Management Information Systems, Business Administration or equivalent.
• Seven-plus years of progressively increasing responsibility.
• Experience in handling issues related to customer orders, deliveries, and invoices.
• Good understanding of Hardware / Medical Devices life cycle including installation, repairs, decommission etc or equivalent.
• Experience with SAP products.
• Experience supporting robotics.

Work Conditions :

Hybrid Office and Work-from-Home Environment.

About Us

Since 1992, Omnicell has been committed to transforming pharmacy care through outcomes-centric innovation designed to optimize clinical and business outcomes across all settings of care.

We strive to be the healthcare provider's most trusted partner by our guiding promise of "Outcomes. Defined and Delivered."

Our comprehensive portfolio of robotics, smart devices, intelligent software, and expert services is helping healthcare facilities worldwide to improve business and clinical outcomes as they move closer to the industry vision of the Autonomous Pharmacy.

Our guiding principles inform everything we do :

• As Passionate Transformers , we find a better way to innovate relentlessly.
• Being Mission Driven, we consistently deliver on our promises.
• Our Entrepreneurial spirit makes the most of EVERY opportunity for innovation.
• Understanding that Relationships Matter creates synergies that yield the greatest benefits for all.
• In Doing the Right Thing , we lead by example in ALL we do.

We value creating an inclusive culture and a healthier world through ESG initiatives, Employee Impact Groups, learning, well-being programs, and more.

Join us in transforming the pharmacy care delivery model, making patient care safer and smarter for all.